Hospitality industry benefits from branded communication

By Allison Owen, Vice President of Client Success

When people travel, they prioritize certain safety and security aspects, such as choosing secure accommodations and reputable excursion providers. However, people frequently need to pay more attention to the risks of insecure communication, such as unsecured cell phone calls, texts, and other interactions. These can be exploited by malicious entities, posing a significant threat to the safety and protection of sensitive information. It’s a crucial aspect of travel safety of which the travel and hospitality industry should be more mindful.

The U.S. Government constantly issues updates about the latest scams perpetrated on Americans traveling abroad or domestically. From juice jacking to spoofing, spamming, and jamming, we have been warned about it all. Travelers typically know the basic preparations:

• Update all your devices before leaving.
• Bring your own gear (including spare cords and batteries).
• Log out of apps.
• Power down phones when not in use.

Taking these proactive measures makes travelers feel empowered and responsible for their safety during travel, giving them a sense of control and confidence. Businesses in the hospitality industry can take that feeling further with branded calling from industry leader First Orion.

Collaborating with businesses across various industries, First Orion has developed and implemented a service line of communication tools that instantly identifies the caller with the business name, company logo, and reason for the call. This new technology ensures that even if your customer misses your call, they can see that their 4 p.m. massage reservation at the hotel is confirmed, providing them with peace of mind and superior customer experience.

Branded communication is changing the customer experience

First Orion, the innovator and leader of branded communication, is dedicated to improving the safety and security of the phone call – for both companies and consumers. Its role in this is significant, providing reassurance for all parties involved.  In an industry where the customer experience can make or break your business and its reputation, branded calling is not just a game-changer in hospitality but a necessity.

Think about this experience for your customers. No matter what line of business you’re in – taxi service providers, fishing boat captains, concierges, hotels, airlines, restaurants, and more – you can deliver a phone call to your customers’ phones that identifies who you are, and possibly what you’re calling about (reservation confirmation, pick up information, or payment updates, for example).

With an up to 32-character customizable text display, companies can use First Orion’s INFORM branded calling solution to deliver calls made to answer across the three major mobile carriers in the U.S. This increases answer rates and ensures customers are ready to do business, boosting customer engagement, call center efficiency, and total conversions. It’s a win-win situation for everyone involved.

First Orion provides all the necessary elements for successful communication that enhances customer trust and loyalty. With INFORM branded calling, businesses can see significant returns on investment thanks to increased call answer rates and customer engagement. At the same time, consumers benefit from a more personalized and trustworthy calling experience, which boosts their overall satisfaction and trust in the businesses they interact with.

Plus, INFORM ensures brand consistency across all channels, allowing you to take control and customize your outbound calls.

Survey says: Customers want your calls

With INFORM branded calling, enterprises across the travel and tourism sector have seen dramatic results, ranging from increased answer rates to better conversions. Recent surveys show that customers want to have better phone conversations with their preferred brands.

In 2023, First Orion surveyed more than 1,000 U.S. mobile phone subscribers about their communication preferences concerning business in the hospitality industry. The survey included questions for the travel sector (airlines, rental companies, cruises, excursion companies, and more) and the lodging sector (hotels, motels, and in-home rentals). These results instill confidence in the need and desire of consumers to have a secure, more transparent phone experience.

Key survey findings

• Ninety-five percent of consumers say a branded phone call is essential to their overall customer experience.
• More than two-thirds of consumers want a phone call for an urgent issue, such as a change in travel or suspected fraud.
• Ninety percent of consumers expect hospitality businesses to take steps to identify their calls.
• Nearly one in four consumers want to hear about any special deals you can offer them (upgrade options, discounts, and promotional deals).

Branded communication works for the hospitality industry. For instance, a large travel management company saw a 15 percent boost in calls answered and a 15 percent increase in engaged customers after implementing INFORM. These success stories demonstrate the tangible benefits and effectiveness of using INFORM, providing reassurance and confidence in the solution.

INFORM analytics

INFORM can also help businesses optimize their calling programs.

A successful calling program is about more than answer rates—it is about ROI impact. The analytics provided in the customer portal allow businesses to make actionable insights to optimize their calling programs and reach their KPIs.

The Basic Dashboard is offered to all customers on the portal at no additional cost. It measures unique calling numbers, total treated calls, decline rate, calling number detail, daily answer and decline rates (graphed), talk rate, and call rates by program.  When more than the basics are needed to make an impact, First Orion provides advanced analytics to help companies analyze data to determine the next strategic steps. When you opt for advanced analytics, you can identify the strengths and weaknesses of your calling programs and compare metrics between programs to understand better why specific programs are successful or not.

INFORM® Branded Text Display – First Orion – Caller ID ReimaginedINFORM®, First Orion’s in-network Branded Communication solution, lets customers know who’s calling with its customizable branded text display for caller ID on mobile devices. firstorion.com

A partner for today and the future

When businesses choose First Orion, a proven innovator for life, they partner for success today and in the future. We pioneered this technology and are always looking for ways to improve trust and transparency in the phone call.

Today, more than 3,000 businesses are using INFORM branded calling to build customer trust and loyalty, and we offer affordable plans to meet the needs of every business size.

Customer retention begins with more transparency in every phone interaction. Which, of course, leads to an increase in brand reputation. When you restore trust in the phone call, it separates you from the competition.

Visit firstorion.com today to start making better customer connections!

About First Orion

First Orion, a global telecommunications solutions provider, has revolutionized the phone call experience since 2008. Our industry-leading communication branding and protection solutions empower businesses, carriers, and consumers to brand their phone calls with their name, logo, and reason for calling. We also offer the industry’s most secure calling experience and best-in-class analytics for call program optimization. As the market leader in branded calling, we are a trusted partner to Fortune 500 companies and the most significant U.S. mobile carriers. For more information, visit firstorion.com.

Media contact:
media@firstorion.com